Customer Success Manager

At Bitfocus, our mission is simple but ambitious: help end homelessness. We do that by building and supporting Clarity Human Services, the technology that powers communities across the country in their work to connect people experiencing homelessness with the resources they need.

We're a team that leads with care, innovates with insider knowledge, and believes deeply in the power of community. We take pride in what we build, support one another through hard problems, and embrace smart risks in service of meaningful impact.

If you're someone who wants your work to matter and wants to grow alongside a team that's genuinely committed to getting this right, we'd love to have you.

We know strong candidates don't always look the same on paper. If you're excited about this role and believe you have what it takes, we'd love to hear from you; we're building a team that reflects the communities we serve.

As Customer Success Manager, you'll lead a team of three Account Managers, owning team performance, customer lifecycle management, and the delivery of exceptional service across our customer base. Central to this role is building deep, strategic relationships with customers; positioning Bitfocus not merely as an HMIS vendor, but as a trusted partner in advancing their mission to address homelessness. You'll play a key role in elevating Bitfocus's reputation and influence in the field by making sure customers are supported, successful, and engaged as long-term partners.

This role sits on our Customer Success career track, with room to grow into a greater scope as you build your team and your track record.

Customer Success is responsible for ensuring Bitfocus customers are supported, successful, and engaged as long-term partners throughout their entire lifecycle with us. We work closely with Growth, Professional Services, and Product to keep every customer touchpoint cohesive.

Team leadership and performance management

Strategic customer relationship ownership

Retention and expansion strategy in partnership with Growth

Customer data and account health monitoring in Hub Spot

Lead a team of three. Own workload distribution, priority-setting, and day-to-day performance for the Customer Success team.

Coach and develop your team. Provide regular feedback and professional development support that helps your team grow into stronger customer partners.

Build strategic customer relationships. Serve as a senior point of contact for key accounts, positioning Bitfocus as a trusted partner rather than just an HMIS vendor.

Own the customer lifecycle. Define and manage onboarding, health checks, and escalations so every touchpoint feels intentional.

Read the risk before it's a crisis. Monitor account health data to catch churn risk early, and judge which accounts need your personal attention versus your team's.

Partner on growth. Work with the Growth team to execute upsell campaigns and identify expansion opportunities within existing accounts.

Keep the data honest. Maintain and enforce data hygiene standards in Hub Spot, so the team's reporting can be trusted.

Represent Customer Success cross-functionally. Bring your team's perspective into planning and strategy conversations with Growth, Product, and Professional Services.

Build and share domain expertise. Develop subject-matter expertise in Clarity and the homelessness response field, and represent it externally, through field conversations, conferences, or customer-facing thought leadership, as assigned.

Your team's retention rate is strong, and account health issues get caught and addressed before they become churn.

Customers describe Bitfocus as a strategic partner, not a vendor, and you have the feedback and advocacy to back it up.

Your team is visibly growing - stronger performance, more ownership, better coaching conversations.

Upsell and renewal work with the Growth team is producing measurable revenue results.

Customers are expanding beyond just HMIS and using Clarity as the system of record for everything related to the homelessness response.

Cross-functional partners see your team as easy and reliable to work with.

People management experience. 2-3 years managing and developing a team, including performance management and coaching.

Customer success background. 2-3 years in a customer success, account management, or client services role in a SaaS environment, including ownership of lifecycle…